The reporting period is from August 1, 2024 to July 31, 2025.
During the reporting period, Hanoi's administrative agencies received 31,826 complaints, denunciations, recommendations and reflections from/37,879 citizens. Of which, regularly receiving 21,507 arrivals/24,559 citizens; leaders of administrative agencies periodically receiving 10,319 arrivals/13,320 citizens. The total number of cases is 24,001, including 16,612 first-time follow-ups and 7,389 multiple follow-ups. The number of large groups receiving is 354 groups/4,093 citizens, of which the number of first-time cases is 386 cases, the number of repeated cases is 314 cases.
Regarding the results of receiving and handling complaints and denunciations: the total number of received complaints is 50,520, of which the number of cases that have been processed reached 47,710/50,520 cases.
Regarding the results of complaint settlement: the total number of complaints is 6,627, of which the petition under its authority is 3,911 petitions/2,389 cases; the total number of complaints that have been settled is 2,260 cases, reaching a rate of 94.6%; the number of cases being settled is 129 cases.
The report emphasized that in recent times, Party committees and authorities at all levels of the city have focused on directing the work of receiving citizens, handling complaints and denunciations, associated with handling complex issues of political security, social order and safety in the area according to Resolution No. 15-NQ/TU dated July 4, 2017 of the Standing Committee of the Hanoi Party Committee.
The work of handling complaints, denunciations, recommendations and reflections has been synchronously implemented with many solutions; promoting the combined strength of the entire political system, the leadership role of the Party Committee, and the responsibility of authorities at all levels, thanks to which there have been many positive changes; some pending, complicated and prolonged cases have been completely resolved.
Although the situation of complaints and denunciations still has potential complications, the units have strengthened and perfected the apparatus to receive citizens, resolve complaints and denunciations. At the same time, Hanoi has mobilized the strength and participation of the entire political system from the city to the grassroots, thereby contributing to improving the effectiveness of coordination between sectors and levels. Thanks to that, the work of receiving citizens, handling complaints and denunciations is guaranteed; political security, social order and safety in the area are maintained, not allowing complicated situations to arise and form "hot spots".
In addition to the achieved results, the work of receiving citizens, handling complaints and denunciations in the city still has some shortcomings and difficulties. Specifically, the heads of some affiliated units have not really paid attention to the work of handling petitions; the arrangement of personnel for cadres and civil servants to work in receiving citizens and handling petitions is not of high quality, not commensurate with requirements and tasks.
There are still many complaints and denunciations from the city and district levels (before the arrangement) that have not been completely resolved. The main content is related to land management, construction order, granting land use right certificates, site clearance for project implementation.
In addition, after implementing the two-level local government model, there will no longer be Department Inspectorate and District Inspectorate. The staff performing the task of receiving citizens, advising on handling complaints and denunciations at departments, branches and 126 communes and wards are mostly new staff, still having difficulty in applying related regulations.
In response to the need to adapt to the new apparatus and ensure effective state management, in the coming time, all agencies under the city need to focus on implementing 6 key groups of tasks. In particular, the city will strengthen training, fostering, and organizing professional training courses on receiving citizens, handling complaints and denunciations in accordance with the two-level local government model.
At the same time, agencies and units continue to effectively implement the directives, resolutions, plans and regulations of the Central and Hanoi City on this work; focus on handling complaints and denunciations, strive to achieve a resolution rate of over 85% for newly arising cases; strive to organize the implementation rate of over 90% for complaint resolution decisions with legal effect, and decisions on handling denunciations.
In particular, the city will strengthen the supervision of the National Assembly Delegation and the Hanoi People's Council; at the same time, promote the activities of working groups to inspect, review, and urge the resolution of crowded and complicated cases, in order to achieve the goal of reducing complaints and denunciations, crowded with people, exceeding the level, and not allowing "hot spots" to arise.
